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Golden Lane Housing - Housing you can build your life around

Telephone 0300 003 7007

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Coronavirus update

30/03/2020


We are continuing to follow advice and guidance issued by the government about the Coronavirus. We want to assure you that the health and safety of our tenants, customers, contractors and staff is our priority.

Our staff are taking precautions of the highest level against the risk of infection to tenants and others.

Golden Lane Housing’s executive team are meeting daily to ensure we can respond quickly and continue to protect and maintain our services. We will keep you updated on our website so please check back here.

The latest update

Office

Our head office in Manchester is now closed until further notice. All our office based staff have the technology to work from home and our helpdesk remains open for all enquiries.

Getting in touch

During office hours you can speak to GLH staff and our out-of-hours service is taking calls for emergencies and emergency repairs.

Email non-urgent enquiries

Housing income team – accounts@glh.org.uk
Housing team – housingcoordinators@glh.org.uk
Development team – development@glh.org.uk
Customer services team – enquiries@glh.org.uk

For all other enquiries, call our helpdesk on 0300 003 7007.

During office hours you can speak to GLH staff and our out-of-hours service is taking calls for emergencies and emergency repairs.

To speak to a member of our team, call the helpdesk and use one of the following options:

1 – For the repairs team
2 – For the housing income team
3 – For the housing team
4 – For the development team
5 – For all other enquiries

Staff are working remotely, but are not undertaking any non-essential visits to tenant’s homes.

We are keeping in touch with our tenants by phone and telephone conferencing facilities such as Skype. We want ensure their continued wellbeing and deal with any queries or concerns alongside working with others to help keep them safe.

Self-isolating

We are asking tenants to tell us if they are self-isolating or considering spending time away from their usual address, for whatever reason, so we can provide guidance and advice.

Repairs

From Tuesday 24 March 2020 we will be asking our GLH Resolve Solutions operatives and our partnering contractors to attend to emergency repairs only at this time.

An emergency repair is deemed as that which puts either the tenants of the property or the integrity of the building at risk.

Our repairs helpdesk are still taking calls on 0300 003 7007 (Option 1) and will discuss with all callers the nature and urgency of the repairs being reported. Golden Lane Housing staff will make the decision to deploy in line with this above directive and based on advice from the caller. All non emergencies will be logged and revisited when we are able to return to normal service.

Examples of emergency repairs are:

· total loss of heating, lighting or electrical failure

· blocked toilet when only 1 in the property

· gas leak

· water leak from plumbing system that can not be controlled

· blocked drains.

We would also ask you to please bear with us over the coming weeks as our building material supply chains are limited due to the government restrictions on businesses and trading. We are working with our suppliers to look at alternative ways of procuring materials during this time.

It is imperative at this time that we put the safety of our tenants, staff and contractors at the forefront of all that we do. In order to be able to continue to operate our emergency repairs service, we need to ask for help from our tenants and their support teams in providing us with up-to-date information regarding the health and welfare of those living in Golden Lane Housing properties.

Our helpdesk team, operatives and contractors will be asking a series of questions regarding the coronavirus and the health and wellbeing of all residents and visitors to the properties we are attending. We ask that you are honest with us at this time so we can take the necessary measures to keep all parties safe.

Our operatives and contractors will take all necessary precautions with regards to cleanliness and safety when entering your home and we ask that you respectfully ensure that they are provided with a safe working distance of at least two meters (as per government guidance) to allow them to complete their work in your home safely and swiftly. Where this protocol is not adhered to, our staff and contractors reserve the right to make safe and leave the premises until it is safe for them to return.

Housing benefit and rent payments

Our housing income team are available and happy to talk to tenants about any queries or concerns they have about their rent and Housing Benefit, call our helpdesk.

We are committed to ensure tenants continue to receive their full housing benefit entitlement and will not be taking any recovery action for rent debts at present.

Want to know more?

· We have created an easy-read poster with useful information about the Coronavirus. Download How to stay safe.

· Read our Coronavirus (COVID-19) Business assurance statement here.

· Follow the latest information and facts about Coronavirus (COVID-19) on the government website.

· If you would like more information or advice and guidance about our services or how we are dealing with the coronavirus, please get in touch.

John Verge, chief executive at Golden Lane Housing:

“GLH is putting measures in place to ensure the health and safety of our tenants, customers, contractors and staff from the Coronavirus. We know it’s a fast moving situation and it is likely to get worse before it gets better. Our executive team is monitoring it closely and will keep you posted. We would like to thank you for your support and appreciate your patience during this time.”